AutoNation Acura of Stevens Creek

Reviews 3

HE

Hercules Choy

The customer services has been approved pretty well during my last 2 weeks visits compare to years ago. The services technician, Philip R, is very polite with greetings, listening, and know what I need and my concerns with positive advices. My car check engine oil light on occasionally while it stills have 30% oil life and there was rattling sound from a cold start engine. I drove my car there for a check. Philip knows that well and asked me to do a 4x every 1,500 miles check to see any leak for Honda monitoring services. He explained why the lights up occasionally and comfort me the car is safe, oil level is a bit low but good and nothing to worry on. I then asked him if he can replace the driver door arm rest leather which was peeling off and bordering me every day when I open/close the door. The leather quality of the car is an issue. This was the 2nd time I asked for a replacement, but this time Philip help me to check the parts and I had it fixed with a brand new arm rest within 45 mins when the part arrived. The 3rd concern was the noise when I break, where he did request the break check for me. The outcome was that the break material last replaced was of ceramic type for the reason and the break discs/pads are still in good condition other than the annoying sound other than spending money to get that replace. I am very happy. I was called back at the right time and all my concerns are very well addressed. This experience has been lost since the Acura Sunnyvale being closed down. He addresses me as a real customer with full respects. He always remind me "Do you want to wash and vacuum for the car?" where I always not paying much attention to ask or even I know even though sometimes I dont need their offerings (as most other car services does). For my previous visits, the technician first greeting was that do you have any appointment? We only handle by appointment because we were busy. Luckily I had made one ahead but the greetings were pretty odd and unprofessional. At one time I asked for the fix of the arm rest, but they just said they didnt do that, which made me a bit frustrated. At the other time, I lost the XM radio traffic and weather signals where XM help-desk referred me back to the dealer to update the firmware which should only takes less than 30 minutes of work. I drove my car to the AutoNation center and they said they dont do any firmware update. They can only replace the whole XM module for $7000. What! The technician didnt know how to do that and he just wants to finish his routine jobs and not even border to figure out how what needs to be done. At one time, if I said I need oil change, they just did the oil change for me without any further inspection. They didnt even ask "Do you need a car wash free services". I went to the Fremont center during their grant opening, but I didnt feel better. The technician even forgot to call me back when the service is ready. I called several times and no one answered the phone or call me back even I left my number in the voice mails. I came back to this center as it is closer to me and there were no much better services in other places. I really think I wont buy Acura next time. Philip changed my view on this center completely, and I hope the professional services can spread to all the rest of the team there and keep on for long as what I had from Sunnyvale Center. I would highly recommend Philip for his professionalism and the AutoNation service this year.

TI

Tim Yorton

If I had a choice, I would have given zero stars. Today my husband and I were searching for a first car for our teenage son. We had seen that AutoNation had a used vehicle that interested us. I called up and spoke to Ben to see if they still had the vehicle on the lot. We arrived to see the vehicle and was greeted by a salesman by the name of Paul Laguna, off the bat he was cocky and had a know it all attitude. We were very up front with saying that we would not be using their lenders and had a pre-approval with our credit union. After we had test drove the vehicle, had some reservations with the condition of the exterior, nothing that couldnt be fixed. We had decided to see if we could make a deal happen. We initially gave a price below the asking price and were immediately turned down by Paul himself, saying that they would never accept that price. We then countered with a couple hundred dollars more, he then took "that" offer to the sales managers. A few minutes later he came back and said that we had a deal. This is where we had an issue, When he came back he mentioned that we would be needing to fill out a credit application. We had stated multiple times during our conversations that we were going through our own bank. He continued to insist that this had to be done, even after us asking why and expressing our concern of not wanting a hit on our credit with unnecessary credit apps hence we were already approved with our own bank He said that it had to be done that it was required, without a valid explanation. We hesitantly said I guess if this had to be done and requested a confirmation that it would just be in our file. He Paul then stated to us that we would need to write a check for the full amount of the vehicle in order to hold the vehicle for one whole day. After given more thought, we said that we would like to talk to our bank being that it was late evening on Saturday and they are closed on Sunday, We asked could they please hold the car and the price that we agreed upon and we would call first thing Monday morning to complete the deal Paul then said NO, that they could not hold the car and said if it didnt sell it, that we would have to renegotiate the price all over again. ARE YOU KIDDING ME ! We are talking about a used vehicle under $10K, not a $50K new car deal. Between my husband and I we have purchased at least 20 vehicles in our time and I have to say this experience is just about the worst experience that I have ever had. Although we walked away and my son was disappointed, he learned a very valuable lesson about car deals. THANK YOU AUTO NATION ACURA OF STEVENS CREEK .

MA

Mark Martel

NEW SALES REVIEW My wife and I were comparison shopping a new Acura MDX and a competitive vehicle. We dealt with Patrick, who was awesome! Hes by far my favorite car salesman ever - he was incredibly helpful, respectful, patient, and trustworthy. In the end, my wife and I chose to buy a different make, but I have nothing but good things to say about my experience with Patrick, AutoWest Acura, and the Acura MDX. I would definitely recommend them and would absolutely want to work with Patrick again. Onto my experience. I called the dealership to set up an appointment for a test drive and a quote. Patrick had the MDX ready and waiting for us when we arrived. He gave us a quick tour of the features and we went for a drive. Along the way, he asked what I thought were great questions (what kinds of things were most important to us in a vehicle? what did we like/dislike about our current car? were we considering other vehicles?) to offer us useful information about the MDX. He was straightforward in promoting the strengths of the MDX, but in a really honest and helpful way, not an aggro or slimy way. My wife and I wanted to spend a ton of time after the test drive crawling around and checking out the car, flipping up and down the seats, playing with the hatch and controls, etc. Patrick waited patiently until we were ready to get a quote. Id done quite a bit of research before, and he gave us what I thought was an exceptional price. My wife and I were undecided when we left. We werent in a hurry to buy, and we let Patrick know. He told us he understood and offered to send us more information if their prices changed for the MDX. Over the next couple months, Patrick sent me occasional emails (about one every 3-4 weeks) to see if we were still in the market and advising me of their best internet price and promotional offers. He convinced me in a totally friendly way that they were committed to winning our business if we wanted to buy the Acura. There were no games, no annoying frequency or phone calls during dinner time. Just the right frequency and tone of outreach. As I said, after several months of deliberation (including a few road trips with my Moms Honda Pilot which is similar to the MDX), we ultimately decided to buy a competitive vehicle but it was a quite classy experience with Patrick and AutoWest. Acura (For reference, other dealers Ive shopped include VW Sunnyvale, VW Stevens Creek, Stevens Creek Audi, Peninsula Infiniti, Frontier Infiniti).